Duties and Responsibilities:

• Proactively manage aging accounts by regularly auditing account statuses using the Account Summary aging tools, ensuring timely follow-ups.

• Monitor client collections and placements, promptly identifying and reporting discrepancies to management and IT for resolution.

• Keep Wiki documentation accurate and up to date for assigned clients, regularly reviewing processes and procedures on a quarterly basis for effectiveness.

• Oversee and resolve all open and pending incidents and tickets, ensuring timely resolution and clear communication.

• Complete and thoroughly review monthly reconciliations to ensure the accuracy and integrity of inventory.

• Update CMR tickets with relevant information, including meeting notes, reports, and any client process changes for full visibility.

• Maintain a comprehensive and effective contingency plan to consistently meet client service level expectations.

• Ensure compliance with data collection, reporting, and auditing activities, including reconciliations, bad debt reviews, account placements, payment files, and account status audits.

• Deliver client-specific reports and meet requirements within established timelines to ensure satisfaction and alignment with client needs.

• Take proactive ownership of customer service issues and client requests, ensuring timely responses, resolution, and follow-up.

• Provide exceptional service to both internal and external customers, maintaining strong and professional relationships.

• Successfully meet deadlines while managing frequent interruptions and shifting priorities with minimal impact on performance.

• Adhere to HIPAA regulations and safeguard patient information in accordance with privacy laws and permissible disclosures.

• Perform other duties as assigned, demonstrating flexibility and a willingness to contribute to team success.

Knowledge, Skills, and Abilities:

Knowledge

• Knowledge of customer service best practices.

• Knowledge in 10 key by touch typing.

• Knowledge of client requirements and guidelines.

• Understanding of billing and recovery cycle.

• Understanding of legal rules and regulations pertaining to billing, collections, and HIPPA.

• Working knowledge of Windows-based systems and Microsoft Office products

Skills

• Interpersonal, written, and verbal communication.

• Typing speed and accuracy – Must be able to type a minimum of 35 words per minute.

• Customer Service – Providing professional and empathetic support to internal and external clients.

• Professionalism – Acting in a professional capacity with regards to actions and words.

• Time Management — Effectively managing one’s own time to maximize productivity.

• Active Learning — Understanding the implications of new information for both current and future problem-solving and decision-making.

Abilities

• Multi-Tasking—Ability to rapidly switch between tasks, programs, menus, and screens.

• Monitoring — Monitoring/Assessing performance of yourself, other individuals, or organizations to make improvements or take corrective action.

• English Comprehension – The ability to fluently communicate in and understand English, the primary language of the work and client teams.

• Written Comprehension — The ability to read and understand information and ideas presented in writing.

• Written Expression — The ability to communicate information and ideas in writing so others will understand.

• Oral Comprehension — The ability to listen to and understand information and ideas presented through spoken words and sentences.

• Oral Expression — The ability to communicate information and ideas in speaking so others will understand.

• Speech Recognition — The ability to identify and understand the speech of another person.

• Speech Clarity — The ability to speak clearly so others can understand oral communication.